Assign a Ticket
This article contains the following topics:
Assign a Ticket
You can manually assign a ticket to specific individuals or groups. This option is available only when a workflow has not already assigned the ticket to an individual or a group.
Follow these steps:
- Navigate to WORKSPACES> Ticket Center.
- Open a ticket, click Actions, and select Assign to Individual, Assign to Group, or as required.
The ticket moves out of your queue.
Reassign a Ticket
The application allows you to reassign a ticket to another individual or group.
Follow these steps:
- Navigate to WORKSPACES> Ticket Center.
- Open a ticket, click Actions, and select either Reassign to Individual or Reassign to Group, as required. If you want to reassign the ticket to an individual within your group, you can select Reassign in My Group.
Tickets cannot be assigned to a user marked as Group Viewer for the Assignee group.
Reassign Ticket to Previous Owner
You can reassign a ticket back to the individual or group who were the previous owners of the ticket.
- Reassign to last Assigned Group: The application checks for the group which previously owned the ticket and assigns the ticket to that group. The ticket group changes only when the previous groups are available.
- Reassign to last Assigned Individual: The application checks for the individual that previously owned the ticket and assigns it to the individual and corresponding group. When the previous assignment includes only a group (no individual), the application searches one level backwards for an individual owner. The ticket is then assigned to such individual and the corresponding group.
Follow these steps:
- Navigate to WORKSPACES> Ticket Center.
- Open a ticket, click Actions, and select either Reassign to Last Assigned Individual or Reassign to Last Assigned Group.
An administrator can enable special functions with the same names. Reassign to Last Assigned Individual or Reassign to Last Assigned Group actions are available when an administrator enables them.
Notifications
Based on how your Intelligent Service Management (ISM) Administrator has configured your instance, email notifications will be sent out when tickets are assigned to an Individual or Group.
© 2019 Serviceaide 1-650-206-8988 http://www.serviceaide.com info@serviceaide.com